Fonolo

NOVEMBER 8, 2017

Now members can simply “press 1 for a call-back” while Fonolo holds their place in the queue, eliminating hold times for members and ensuring an improved call center experience. eBook: The ROI of Call-Backs for Your Call Center.

Abandon rate 70

Abandon rate Call Center Morale Abandon Call 70

Fonolo

NOVEMBER 2, 2017

But BPOs that offer call-backs go one step further as they are able to improve the call center experience and maintain service level expectations by: Smoothing out spikes in call volume. BPOs Can Increase Revenue with Call-Backs. eBook: The ROI of Call-Backs for Your Call Center.

Call Center 69

Call Center Abandon rate outsourcing Call center experience 69

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Call-backs will help you cope with these spikes in call volume by deferring calls till a time when there is more agent capacity. How We do Call-Backs at Fonolo. There are many ways to fall short of their expectations.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

inmoment

MAY 14, 2020

In our experience, an index or combination of metrics is often the best predictor of member behaviors. For some this might be NPS (satisfaction with the call center experience, and satisfaction with coverage), but for others it might be level of effort, likelihood to renew, understandability of coverage, and overall satisfaction.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52